As Sales Operations Manager, you will play a critical role overseeing the operations of our support teams to provide excellent customer service to our corporate clients and intermediaries. The role requires strong leadership skills, a deep understanding of the employee benefits industry, and the ability to identify and implement process improvements through automation. This role is key in optimizing the efficiency of the support team and enhancing the overall customer experience by leveraging technology.
Key Responsibilities:
1. Team Management:
o Lead the support teams, ensuring they deliver exceptional service to clients and intermediaries.
o Set clear goals and KPIs, and monitor performance to meet objectives.
o Foster continuous learning through training, development, and mentoring.
o Ensure SLAs are met or exceeded to drive customer satisfaction.
o Manage complex or escalated customer issues directly, ensuring timely resolutions.
o Balance automation with personalized service to deliver an outstanding client experience.
2. Automation Identification and Implementation:
o Identify opportunities for automation to streamline support processes.
o Collaborate with the sales optimisation team to integrate technologies like AI chatbots, automated workflows, and self-service portals.
o Monitor and optimize automated processes based on performance data.
3. Reporting and CRM Management:
o Create and maintain dashboards to track performance metrics.
o Ensure accurate and current records in CRM systems.
o Use analytics to identify trends, bottlenecks, and improvement opportunities.
4. Collaboration and Stakeholder Engagement:
o Build relationships with cross-functional teams to drive automation and improve the customer journey.
o Act as a trusted advisor to clients and intermediaries, understanding their needs.
o Handle customer data securely and in compliance with regulations.
About You
To be considered, you must have:
* Proven experience managing high-performing sales or service teams.
* Strong communication skills and client management experience.
* Experience with CRM systems for performance tracking.
* Proactive problem-solving skills.
* Ability to train and develop teams for growth opportunities.
* Experience with automation platforms (e.g., RPA, AI chatbots, CRM) is desirable.
Our head office is in Hampshire, but we support a flexible, hybrid working approach. You can work remotely and will need to be in our Andover office at least once a week for collaboration, training, and meetings.
Your Recruitment Journey
We aim to provide a fair, inclusive application, assessment, and onboarding process to hire top talent based on skills and behaviors.
Your process:
* Application
* Interview with the Hiring Manager and team
Note: Due to high application volumes, we may close the advert early and cannot consider late applications.
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